Optometric Tech Supervisor

About the Role

Create exceptional value in the lives of our patients by delivering the LensCrafters Experience. Partner with the Managing Doctor (OD) to ensure all patients receive the highest quality Optometric care. Deliver the store’s key performance indicators by integrating the Patient/Customer Journey and ensuring flawless execution of the patient experience/behaviors, seamlessly linking the doctor and retail functions together.

Responsibilities

• Ensure associate behaviors consistently exceed OD NPS (Net Promoter Score), patient retention, exam, and contact lens growth.
• Communicate the importance of an annual eye exam; deliver best-in-class TAB (The Appointment Book) performance.
• Attract new patients to the practice.
• Lead through the OD labor model; assign pre-testing to optimize patient flow for a positive experience.
• Greet patients with a genuine, positive attitude immediately upon their arrival.
• Promptly answer the telephone in a friendly and courteous manner.
• Explain required paperwork, tests, insurance benefits, products/services, and timeframes.
• Ensure NEE (Next Eye Exam) calls are made daily.
• Contact scheduled patients to remind them of appointments within 24 hours; follow up on no-shows within 20 minutes.
• Collect all patient data in TAB; prepare patient charts the night before appointments.
• Perform assessments, contact lens insertion, removal, and patient care training.
• Train and certify all newly hired doctor’s office associates.
• Observe and coach on the quality of assessments.
• Order contact lens trials in advance and ensure stock is valid (not expired).
• Coach and model how to present annual supplies of contacts to patients.
• Assist in recruiting and selecting high-caliber doctor support staff.
• Ensure doctor office supplies are ordered timely.
• Maintain an accurate physician referral log.
• Provide associate scheduling feedback to the Managing Doctor and Store Manager.
• Display patience and courtesy to indecisive or difficult patients and staff.
• Perform work accurately and thoroughly despite time pressure and patient volume.
• Process, maintain, and file patient records efficiently and in accordance with HIPAA.
• Collect and capture all patient and prescription information, along with exam fees, into the Point of Sale system.
• Take pride in the appearance of the office; ensure OD visuals align with brand guidelines.
• Champion store promotions and share them with doctor support staff.
• Keep the office clean and free of clutter at all times.
• Deliver clear, motivating, and constructive feedback in a timely manner to ensure associates exhibit the right behaviors.

Requirements

• High School graduate or equivalent.
• Minimum of 3 years’ experience in patient service; strong interpersonal skills.
• Leadership and coaching skills.
• Problem-solving ability.
• Sales skills.
• Strong communication and listening skills.
• Ability to manage time effectively and solve problems.
• Strong organizational skills and prioritization.
• Ability to work independently.
• Attention to detail.

Preferred Qualifications

• Previous experience in customer service, retail, and/or optical.
• Two years of optical or supervisory experience.
• Demonstrated good ophthalmic lens product knowledge.

Benefits

In addition to a competitive base pay, you may also be offered a bonus and/or commission plan, complementing a first-class total rewards package. Benefits may include:

• Health care.
• Retirement savings.
• Paid time off/vacation.
• Various employee discounts.

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements.